Whether you’re an insurance company helping businesses with their efforts rebuilding after a disaster or offers life insurance policies to families with newborn children, the chances are high that you could always use more business. After all, the larger your client roster, the easier it is for you to cover insurance premiums and other costs associated with running your insurance company. One way to boost your sales is to invest in enterprise-level call center software. Here are three ways that you could use contact center software to improve your customer service and increase your sales.
Having call center software keeps existing customers.
One of the best ways to protect your business is to keep your existing customers. After all, most business leaders know that it costs much more to acquire a new customer than it does to keep an existing one. This is especially true when it comes to the insurance field because many people are looking to cut or lower their rates when they call your support line.
With the right contact center system, you can pull important CRM data about your caller in real-time. This helps your agents better understand how valuable a customer is to your business and ultimately helps you give them the exceptional customer experience that will keep them using your company over a competitor.
Using omnichannel call center software helps you reach more customers.
Using insurance call center software offers your company a host of benefits, but only if you select a call center solution with the right features. One feature that can help you reach more customers is omnichannel communication. Using an omnichannel approach, your call center can field queries from customers in a variety of ways. For example, a customer may not be able to talk over the phone, but they could send you a text message.
Alternatively, if video chat or web chat is more convenient for them at the moment, you have the option to interact with them through those means, too. This element of choice and flexibility can ultimately help you reach more customers since you aren’t limiting how interested customers interact with you. Best of all, when it comes time to process payment, you can seamlessly transition to a phone call or send them a link via email to complete their purchase.
Great customer service builds positive word of mouth.
You probably know that an angry customer is likely to take to Twitter, Facebook, Yelp, or other social media platforms in order to vent their frustrations. By offering top-level customer service and always following best practices, you can ensure that it’s not you that customers are speaking about negatively online. Whether it’s ensuring that your wait times are manageable or that your customers speak to the right department immediately without the need for a transfer, the right call center tool can be worth its weight in gold when it comes to building positive word of mouth. Make sure to enable the features that make customer interaction easier for all of your agents, so that they can handle whatever comes their way with friendliness and efficiency.
As you can see, with the right call center solution you can really do well in business. This is because a full-featured call center solution offers you all of the tools you need to ensure that your agents follow best practices to give your customers the best customer experience possible. Plus, with advanced features like interactive voice response on artificial intelligence, your customers will be able to navigate the complex world of insurance and the healthcare industry much easier, gaining valuable insights on their own without ever needing to speak to a live agent unless their question hasn’t been addressed.